1 of 1 Remote Customer Service Jobs in Salford

Job Description Purpose of the Role As the Service Desk Team Leader, you will lead and develop the Service Desk team, reporting directly to the Service Desk Manager. You will oversee day-to-day operations, ensuring the consistent delivery of high-quality technical support and excellent customer service. Your responsibilities will include implementing and refining effective … and develop support team members, providing guidance, mentoring, and coaching to enhance performance. Plan team workload, manage shift patterns, holidays, and resource allocation. Ensure consistent achievement of incident and service request SLA targets. Act as the escalation point for complex or high-priority queries. Manage supplier relationships where applicable, ensuring delivery aligns with organisational requirements. Conduct weekly review meetings … coordinated. Produce, analyse, and maintain regular reporting on team performance, ticket trends, and area metrics. Identify skills gaps, coordinate training, and support career development within the team. Engage in service reviews, contribute to service improvement initiatives, and provide input into Service Desk strategy. Recognise opportunities to improve Service Delivery processes and implement changes. Monitor and act More ❯